{"id":14636,"date":"2022-12-29T08:24:56","date_gmt":"2022-12-29T07:24:56","guid":{"rendered":"https:\/\/www.itta.net\/formations\/iso-iec-20000-foundation\/"},"modified":"2025-09-27T19:40:39","modified_gmt":"2025-09-27T17:40:39","slug":"iso-iec-20000-foundation","status":"publish","type":"formations","link":"https:\/\/www.itta.net\/en\/trainings\/it-pro\/audit-and-cybersecurity\/iso-iec-20000-foundation\/","title":{"rendered":"ISO\/IEC 20000 Foundation"},"content":{"rendered":"<p>This three-day course familiarizes participants with the basic concepts of IT service management. They will be able to take the &#8220;ISO 20000 Foundation&#8221; exam at the end of this course.<\/p>\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"featured_media":0,"parent":0,"menu_order":0,"template":"","editeurs":[2621],"domaine":[1255,1253],"class_list":["post-14636","formations","type-formations","status-publish","hentry","editeurs-iso-iec","domaine-audit-and-cybersecurity","domaine-it-pro"],"acf":{"reference":"ISO-20000FO","duree_nombre":3,"duree_unite":"jour","prix_virtuel":2940,"prix_presentiel":2790,"prix_blended":"","prix_elearning":"","views":2025,"niveau":["Fondamental"],"role":"","certifiant":["Certifiant"],"pdus":"","lieux":["Gen\u00e8ve","Lausanne"],"formats_dapprentissage":["presentiel","virtuel"],"examen_inclus":"Inclus","garanti":"","financement":["Temptraining"],"description_temptraining":"","description_caf":"","description_title":"","objectifs":"<ul>\r\n \t<li>Understand questions raised by IT Service Management<\/li>\r\n \t<li>Describe ISO 20000 fundamentals and code of practice<\/li>\r\n \t<li>Pass the ISO 20000 Foundation exam<\/li>\r\n<\/ul>","connaissances":"<ul>\r\n \t<li>No prerequisites<\/li>\r\n<\/ul>","profils_participants":"<ul>\r\n \t<li>Professionnals in need to understand IT Service Management activities<\/li>\r\n<\/ul>","examen":"<ul>\r\n \t<li>This course prepares you to the ISO\/IEC 20'000 Foundation exam. If you wish to take this exam, please contact our secretariat who will let you know the cost of the exam and will take care of all the necessary administrative procedures for you<\/li>\r\n<\/ul>","documentation":"<ul>\r\n \t<li>Digital courseware included<\/li>\r\n<\/ul>","lab__exercices":"Lab 1: Explain importance of a good IT Service Management (ITSM)\r\nLab 2: Identify challenges you may face during ITSM implementation\r\nLab 3: Review of all processes and their main characteristics","contenu_cours":"<div><strong>Module 1: Principles of service quality management<\/strong><\/div>\r\n<ul>\r\n \t<li>Lesson 1: Understanding what is a service, IT service management, quality, process, continual improvement, risk management and information security<\/li>\r\n<\/ul>\r\n<div><strong>Module 2: Introduction to ISO\/IEC 20000<\/strong><\/div>\r\n<ul>\r\n \t<li>Lesson 1: Understanding the Deming cycle, ISO 20000 standard, ISO 20000 structure, concepts of certification<\/li>\r\n \t<li>Lesson 2: Presentation of the three part of ISO\/IEC 20000 standard family<\/li>\r\n<\/ul>\r\n<div><strong>Module 3: SMS general requirements<\/strong><\/div>\r\n<ul>\r\n \t<li>Lesson 1: Understand the Management responsibilities, governance, documentation, resource management, service management systam (SMS) implementation phases<\/li>\r\n<\/ul>\r\n<div><strong>Module 4: Design and transition for new or changed services<\/strong><\/div>\r\n<ul>\r\n \t<li>Lesson 1: Plan, design, develop and transition a new or changed service<\/li>\r\n<\/ul>\r\n<div><strong>Module 5: Service delivery processes<\/strong><\/div>\r\n<ul>\r\n \t<li>Lesson 1: Understanding processes such as Service Level Management or Service Reporting, Capability, Continuity or Availability<\/li>\r\n<\/ul>\r\n<div><strong>Module 6: Relationship processes<\/strong><\/div>\r\n<ul>\r\n \t<li>Lesson 1: Understanding processes such as Business Relationship or Supplier Management<\/li>\r\n<\/ul>\r\n<div><strong>Module 7: Resolution processes<\/strong><\/div>\r\n<ul>\r\n \t<li>Lesson 1: Understanding processes such as Incident, Service request or Problem management<\/li>\r\n<\/ul>\r\n<div><strong>Module 8: Control processes<\/strong><\/div>\r\n<ul>\r\n \t<li>Lesson 1: Understanding processes such as Configuration, Change or Release and Deployment management<\/li>\r\n<\/ul>\r\n<div><strong>Module 9: ISO\/IEC 20000 Foundation examination simulation<\/strong><\/div>","cours_recommandes":[14649],"infos_additionnelles":"","inclus_dans_ce_cours_virtuel":"<ul>\r\n \t<li>Training provided by an industry expert<\/li>\r\n \t<li>Digital documentation and materials<\/li>\r\n \t<li>Achievement Badge<\/li>\r\n<\/ul>","inclus_dans_ce_cours_presentiel":"<ul>\r\n \t<li>Training provided by an industry expert<\/li>\r\n \t<li>Digital documentation and materials<\/li>\r\n \t<li>Achievement Badge<\/li>\r\n<\/ul>","inclus_dans_ce_cours_blended":"","inclus_dans_ce_cours_elearning":"","inclus_dans_ce_cours_surmesure":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>ISO\/IEC 20000 Foundation - ITTA<\/title>\n<meta name=\"description\" content=\"This three-day instructor-led course allows to become familiar with the basic concepts of IT Service Management.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.itta.net\/en\/trainings\/it-pro\/audit-and-cybersecurity\/iso-iec-20000-foundation\/\" \/>\n<meta name=\"twitter:label1\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.itta.net\\\/en\\\/trainings\\\/it-pro\\\/audit-and-cybersecurity\\\/iso-iec-20000-foundation\\\/\",\"url\":\"https:\\\/\\\/www.itta.net\\\/en\\\/trainings\\\/it-pro\\\/audit-and-cybersecurity\\\/iso-iec-20000-foundation\\\/\",\"name\":\"ISO\\\/IEC 20000 Foundation - ITTA\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.itta.net\\\/en\\\/#website\"},\"datePublished\":\"2022-12-29T07:24:56+00:00\",\"dateModified\":\"2025-09-27T17:40:39+00:00\",\"description\":\"This three-day instructor-led course allows to become familiar with the basic concepts of IT Service Management.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.itta.net\\\/en\\\/trainings\\\/it-pro\\\/audit-and-cybersecurity\\\/iso-iec-20000-foundation\\\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.itta.net\\\/en\\\/trainings\\\/it-pro\\\/audit-and-cybersecurity\\\/iso-iec-20000-foundation\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.itta.net\\\/en\\\/trainings\\\/it-pro\\\/audit-and-cybersecurity\\\/iso-iec-20000-foundation\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.itta.net\\\/en\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"IT Pro\",\"item\":\"https:\\\/\\\/www.itta.net\\\/en\\\/trainings\\\/it-pro\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Audit and Cybersecurity\",\"item\":\"https:\\\/\\\/www.itta.net\\\/en\\\/trainings\\\/it-pro\\\/audit-and-cybersecurity\\\/\"},{\"@type\":\"ListItem\",\"position\":4,\"name\":\"ISO\\\/IEC 20000 Foundation\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.itta.net\\\/en\\\/#website\",\"url\":\"https:\\\/\\\/www.itta.net\\\/en\\\/\",\"name\":\"ITTA\",\"description\":\"Formations &amp; Certifications en Suisse Romande\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.itta.net\\\/en\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.itta.net\\\/en\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":[\"Organization\",\"EducationalOrganization\"],\"@id\":\"https:\\\/\\\/www.itta.net\\\/en\\\/#organization\",\"name\":\"ITTA\",\"alternateName\":\"IT TRAINING ACADEMY SA\",\"url\":\"https:\\\/\\\/www.itta.net\\\/en\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\\\/\\\/www.itta.net\\\/en\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.itta.net\\\/wp-content\\\/uploads\\\/2023\\\/02\\\/Logo-transparent.png\",\"contentUrl\":\"https:\\\/\\\/www.itta.net\\\/wp-content\\\/uploads\\\/2023\\\/02\\\/Logo-transparent.png\",\"width\":1500,\"height\":623,\"caption\":\"ITTA\"},\"image\":{\"@id\":\"https:\\\/\\\/www.itta.net\\\/en\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/people\\\/ITTA\\\/100063747262936\\\/\",\"https:\\\/\\\/www.linkedin.com\\\/company\\\/1001738\",\"https:\\\/\\\/www.instagram.com\\\/itta_suisse\\\/\"],\"contactPoint\":{\"@type\":\"ContactPoint\",\"telephone\":\"+41 58 307 73 00\",\"contactType\":\"customer service\",\"availableLanguage\":[\"French\",\"English\"],\"areaServed\":[{\"@type\":\"Country\",\"name\":\"Switzerland\"},{\"@type\":\"Country\",\"name\":\"France\"}]},\"location\":[{\"@type\":\"Place\",\"name\":\"ITTA Geneve\",\"address\":{\"@type\":\"PostalAddress\",\"streetAddress\":\"Route des Jeunes 35\",\"addressLocality\":\"Carouge\",\"postalCode\":\"1227\",\"addressRegion\":\"GE\",\"addressCountry\":\"CH\"},\"geo\":{\"@type\":\"GeoCoordinates\",\"latitude\":46.18274,\"longitude\":6.12922}},{\"@type\":\"Place\",\"name\":\"ITTA Lausanne\",\"address\":{\"@type\":\"PostalAddress\",\"streetAddress\":\"Rue des Cotes-de-Montbenon 16\",\"addressLocality\":\"Lausanne\",\"postalCode\":\"1003\",\"addressRegion\":\"VD\",\"addressCountry\":\"CH\"},\"geo\":{\"@type\":\"GeoCoordinates\",\"latitude\":46.52111,\"longitude\":6.62734}}]}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"ISO\/IEC 20000 Foundation - ITTA","description":"This three-day instructor-led course allows to become familiar with the basic concepts of IT Service Management.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.itta.net\/en\/trainings\/it-pro\/audit-and-cybersecurity\/iso-iec-20000-foundation\/","twitter_misc":{"Estimated reading time":"1 minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.itta.net\/en\/trainings\/it-pro\/audit-and-cybersecurity\/iso-iec-20000-foundation\/","url":"https:\/\/www.itta.net\/en\/trainings\/it-pro\/audit-and-cybersecurity\/iso-iec-20000-foundation\/","name":"ISO\/IEC 20000 Foundation - ITTA","isPartOf":{"@id":"https:\/\/www.itta.net\/en\/#website"},"datePublished":"2022-12-29T07:24:56+00:00","dateModified":"2025-09-27T17:40:39+00:00","description":"This three-day instructor-led course allows to become familiar with the basic concepts of IT Service Management.","breadcrumb":{"@id":"https:\/\/www.itta.net\/en\/trainings\/it-pro\/audit-and-cybersecurity\/iso-iec-20000-foundation\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.itta.net\/en\/trainings\/it-pro\/audit-and-cybersecurity\/iso-iec-20000-foundation\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.itta.net\/en\/trainings\/it-pro\/audit-and-cybersecurity\/iso-iec-20000-foundation\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.itta.net\/en\/"},{"@type":"ListItem","position":2,"name":"IT Pro","item":"https:\/\/www.itta.net\/en\/trainings\/it-pro\/"},{"@type":"ListItem","position":3,"name":"Audit and Cybersecurity","item":"https:\/\/www.itta.net\/en\/trainings\/it-pro\/audit-and-cybersecurity\/"},{"@type":"ListItem","position":4,"name":"ISO\/IEC 20000 Foundation"}]},{"@type":"WebSite","@id":"https:\/\/www.itta.net\/en\/#website","url":"https:\/\/www.itta.net\/en\/","name":"ITTA","description":"Formations &amp; Certifications en Suisse Romande","publisher":{"@id":"https:\/\/www.itta.net\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.itta.net\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":["Organization","EducationalOrganization"],"@id":"https:\/\/www.itta.net\/en\/#organization","name":"ITTA","alternateName":"IT TRAINING ACADEMY SA","url":"https:\/\/www.itta.net\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.itta.net\/en\/#\/schema\/logo\/image\/","url":"https:\/\/www.itta.net\/wp-content\/uploads\/2023\/02\/Logo-transparent.png","contentUrl":"https:\/\/www.itta.net\/wp-content\/uploads\/2023\/02\/Logo-transparent.png","width":1500,"height":623,"caption":"ITTA"},"image":{"@id":"https:\/\/www.itta.net\/en\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/people\/ITTA\/100063747262936\/","https:\/\/www.linkedin.com\/company\/1001738","https:\/\/www.instagram.com\/itta_suisse\/"],"contactPoint":{"@type":"ContactPoint","telephone":"+41 58 307 73 00","contactType":"customer service","availableLanguage":["French","English"],"areaServed":[{"@type":"Country","name":"Switzerland"},{"@type":"Country","name":"France"}]},"location":[{"@type":"Place","name":"ITTA Geneve","address":{"@type":"PostalAddress","streetAddress":"Route des Jeunes 35","addressLocality":"Carouge","postalCode":"1227","addressRegion":"GE","addressCountry":"CH"},"geo":{"@type":"GeoCoordinates","latitude":46.18274,"longitude":6.12922}},{"@type":"Place","name":"ITTA Lausanne","address":{"@type":"PostalAddress","streetAddress":"Rue des Cotes-de-Montbenon 16","addressLocality":"Lausanne","postalCode":"1003","addressRegion":"VD","addressCountry":"CH"},"geo":{"@type":"GeoCoordinates","latitude":46.52111,"longitude":6.62734}}]}]}},"_links":{"self":[{"href":"https:\/\/www.itta.net\/en\/wp-json\/wp\/v2\/formations\/14636","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.itta.net\/en\/wp-json\/wp\/v2\/formations"}],"about":[{"href":"https:\/\/www.itta.net\/en\/wp-json\/wp\/v2\/types\/formations"}],"acf:post":[{"embeddable":true,"href":"https:\/\/www.itta.net\/en\/wp-json\/wp\/v2\/formations\/14649"}],"wp:attachment":[{"href":"https:\/\/www.itta.net\/en\/wp-json\/wp\/v2\/media?parent=14636"}],"wp:term":[{"taxonomy":"editeurs","embeddable":true,"href":"https:\/\/www.itta.net\/en\/wp-json\/wp\/v2\/editeurs?post=14636"},{"taxonomy":"domaine","embeddable":true,"href":"https:\/\/www.itta.net\/en\/wp-json\/wp\/v2\/domaine?post=14636"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}